Director Market Research, Customer Experience

Job Description

The Director is responsible for building a business, writing proposals, delivering strategic insights to clients, and developing and managing quantitative insights programs in the customer experience space. The role requires sharp time management and keen attention to detail, overseeing research / analytics projects from start to finish, collaborating with clients on questionnaire design and reporting, and coordinating internal teams across sampling, survey programming, data processing, and analytics. The Director will ensure project accuracy, maintain schedules, manage junior staff, and produce custom, story-telling style reports that deliver actionable insights.

What You Can Expect To Be Doing

Develop and design appropriate solutions for clients, based on research approaches and products that are best suited to meet their needs

Write winning proposals

Oversee and direct multiple market research projects at once, including but not limited to relationship and transactional customer experience and ad hoc studies

Manage and coordinate all aspects of the research process from research design, questionnaire design, pre-field activities, monitoring field and project status, analysis and interpretation of results through the preparation of reports and delivery of presentations

Data interpretation and presentation story telling including the ability to draw conclusions / make recommendations from the data results into actionable insights

Maintain and strengthen client relationships through exceptional service and strong attention to quality control

Understand and address business needs / issues of clients- providing consultation versus order taking

A strong focus on financials and account growth

Provide day-to-day guidance and coaching to junior team members required

Success In This Role Looks Like

This position is a leadership role that will be an integral part of the Customer Experience team. You will work closely with CX leadership to anticipate, interpret, and support client's business needs with innovative tools and resources. The best-suited candidate will be able to lead and manage a team that can successfully gather and interpret data that will drive client business.

What This Might Be the Job For You If You Have

Minimum of 7 years of quantitative CX experience; some supplier / vendor-side experience required

Strong quantitative research project management skills

Must be able to create questionnaires, sample design, analytical plans and create custom story-telling style analytical reports in PowerPoint

Must have the ability to deliver the "so what" in reporting, with foresight into implications of recommendations to clients (e.g., change management, communication, investment required)

Solid understanding of CX analytics, including how they should be inserted into program designs, as well as interpretation of output and what that output means for the overall story we are telling our client

Experience with customer experience research

Experience with platform technology that enables CX insights and activation. Some experience with solutions such as Medallia, Qualtrics, InMoment, or other CX measurement platforms preferred.

Experience tying CX to employee experience and enablement is a plus

Proven track record of business development

Ability to form and maintain significant and ongoing client relationships

Ability to deliver strategic insight and expert consultation to clients

Self-starter with the ability to successfully collaborate with a virtual team

Self-motivated, analytical individual with an attention to detail who strives in a dynamic, deadline-driven environment

Intellectually curious with a growth mindset; willing to try new things and continuously evolve

Excellent interpersonal skills (verbal and written communication) are necessary for effective development and maintenance of internal and external client relationships

Superior organizational, multi-tasking, decision-making and problem-solving abilities

Comfortable managing a demanding and multi-faceted workload

Background in leading and inspiring teams that work collaboratively with a diverse group of colleagues; must have prior experience managing / leading junior employees

Works well in a team environment with colleagues at all levels

Knowledge of research methodologies and basic statistical concepts required

Proficient with MS Office suite (Word, PowerPoint, Excel)

What's In It For You

At Ipsos you'll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.

Commitment to Diversity

Ipsos recognizes the necessity of building an inclusive culture that values each employee's individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos' diverse employees who compile and analyze this data—they are the essence of who we are and what we do. We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual. Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.

About Us

Ipsos is one of the world's largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we're proud to share we've received our Great Place to Work Certification in 2022 & 2023!

About The Team

Customer Experience at Ipsos is All Things Customer . Our mission is to equip our clients with the insights they need to make better decisions about their customer experience investments. We do this through CX research and advisory, cross-channel analytics (digital and physical), and CX performance measurement across the customer journey. We are firm believers in the Insights to Action loop, and we provide our clients with tangible CX recommendations and ROI sizing (our approach is called ROCXI). The result of our work is better strategic and operational decisions that drive customer loyalty, retention and growth.

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